Customer Service Agent L2 Italian

Senior Customer Service Agent - Italian

Do you have experience in customer service through Contact Centers and are you ready to face new challenges?

This is your role at MSX!

Objective of the position:

The Senior Customer Service Agent will serve as the primary point of contact for OEM (Oriniginal Equipment Manufacturer) vehicle owners, addressing and resolving all issues related to their vehicles, whether owned or leased through a subscription. The agent will represent the OEM in interactions with customers, ensuring prompt and effective resolution of cases while maintaining high standards of service.

Responsibilities of Senior Customer Service Agents:

Main responsibilities are:

• Handle Driver Requests: manage driver inquiries through multiple channels, ensuring the identification and understanding of the issue, both of easier or more complex customer cases.
• Transversal Communication: act as the primary liaison between the OEM, OEM departments, and dealerships, identifying which department or stakeholder is best equipped to resolve the issue.
• Complex Case Management: Handle escalated and more intricate cases, requiring a deep understanding of the issue and the ability to provide well-thought-out solutions.
• Collaborative Resolution: work closely with internal and external teams to resolve cases, ensuring smooth communication and a timely resolution.
• Continuous Case Monitoring: track the progress of complex cases from initiation to closure, ensuring that all actions are logged, and follow-up steps are taken where necessary.
• Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents.
• Case Escalation: determine when a case needs to be escalated to higher levels or specialized teams and ensure that the escalation process is followed properly.
• Process Improvement Feedback: provide feedback on recurring issues or inefficiencies to help improve the overall customer support process and reduce the need for escalations in the future.
• Customer Satisfaction Assurance: Ensure that even in the most complex cases, the customer experience remains positive, and satisfaction levels are maintained according to project KPIs.

Main duty is to:

• Deliver the best possible customer support in line with project guidelines.
• Apply MSX business knowledge and methodology to provide a high-quality business service.
• Implement corrective and preventive actions to ensure project objectives are met.
• Clearly and promptly document and share best practices with teams to enhance customer handling.

We look for you if:

• Native Italian Language is essential
• Good level of Spanish and English is required
• Strong interpersonal skills with a persuasive and negotiation-focused attitude
• Excellent communication skills to effectively communicate across various departments and levels, both within the OEM and with external partners, to achieve the best case-resolution.
• Ability to assess complex cases thoroughly and make informed decisions based on available information.
• Multitasking: manage multiple complex cases simultaneously while maintaining a high standard of service.
• Attention to Detail understand all aspects of complex cases to avoid miscommunication and ensure accurate documentation.
• Strong problem-solving skills, with logical thinking to break down complex issues and develop solutions.
• Conflict resolution skills, with a team-oriented approach to resolving disagreements positively.
• Adaptability to manage time pressure and changing priorities. Resilience, discipline, pragmatism, and punctuality in work tasks.
• Ability to communicate effectively with MSX executives and work in multi-disciplinary, multi-cultural teams (empathy is a plus).
• Proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel).
• Basic knowledge of the automotive industry, including both sales and after-sales processes, is a plus.
• Understanding consumer protection legislation and automotive warranty systems is an advantage

Qualifications:

• Bachelor’s Degree or equivalent work experience are not a must,

but desirable.

Experience:

• Minimum of 2 years of experience in a customer service role.

What do we offer you?

• Full-time indefinite contract. 40 hours a week, Monday – Friday.
• You will be part of a great team of professionals in an internationally consolidated company.
• You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants and dealers.
• MSX Bazaar: Shopping  portal exclusive for MSX employees.
• 23 days of Vacations + 3 extra days.
• Internal training plan.

Do you think you are the ideal person for this position? We want to meet you! Apply for the offer quickly and we will review your application.

Who are we?

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Vision

To be clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry

The MSXI Mision

We harness our expertise in mobility, the creativity of our global teams and the power of technology to craft tailored, sustainable and innovative solutions

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.